Tiffany Gibson
Ft. Washington,MD
Summary
Seasoned customer service and workforce management professional with over a decade of experience providing exceptional support in dynamic, fast-paced environments. Expertise includes real-time adherence (RTA), team coordination, troubleshooting, and client service, ensuring seamless operations and optimal customer satisfaction. Recognized for strong communication skills and adept problem-solving abilities, effectively managing systems, schedules, and support teams both remotely and on-site. Committed to driving efficiency and enhancing service quality through strategic planning and innovative solutions.
Overview
11
11
years of professional experience
1
1
Certification
Work History
CSR Representative
Athena Consulting LLC
Gaithersburg, MD
04.2025 - 01.2026
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and retention.
- Managed escalated issues, providing timely solutions to enhance customer experience.
- Utilized CRM software to track interactions and streamline communication workflows.
- Conducted regular follow-ups with customers, ensuring consistent engagement and support.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Entered and verified large volumes of data with high accuracy.
- Organized and maintained electronic filing systems for efficient retrieval.
Customer Service Representative → RTA Workforce Management
ALORICA
Fredericksburg, VA
01.2021 - 05.2025
- Monitored real-time agent adherence and coordinated with team leads to ensure schedule compliance.
- Provided direct support to agents experiencing system or client interaction challenges.
- Conducted troubleshooting for technical and procedural issues, improving team efficiency.
- Managed agent schedules, attendance tracking, and call-out logs across various platforms.
- Collaborated with management daily to resolve workforce issues and ensure optimal coverage.
Direct Support Personnel / Team Lead
SD Carter Enterprises
Fairfax, VA
10.2017 - 11.2020
- Supported individuals with intellectual disabilities in achieving independence and personal goals.
- Assisted with ADLs (Activities of Daily Living), transportation, meal prep, and medication monitoring.
- Fostered emotional support and community participation through compassionate care.
- Maintained accurate documentation, appointment scheduling, and daily progress logs.
House Manager
We Love Care & Support Inc.
Falls Church, VA
01.2015 - 01.2018
- Managed daily care and health needs of residents in a group home setting.
- Oversaw staff, medication administration, diet plans, and activity scheduling.
- Maintained compliance documentation, MARs, and provided transportation for medical visits.
- Ensured a safe, clean, and supportive environment for all residents.
Education
High School Diploma -
Friendly High School
Fort Washington, MDCulinary Arts Coursework
Stratford University
Falls Church, VASkills
- Customer support expertise
- Workforce management
- Inbound and outbound call handling
- Leadership and mentoring
- Technical problem-solving
- Documentation management
- Remote collaboration
- Software & Tools: Microsoft Office (Excel, Word, Outlook, Teams), Amazon Connect, Verint, RightAnswers, LivePerson, SharePoint, Okta, Remote Desktop, Appian, Res2000, Cornerstone
Certification
- Athena Cheri Wilson 443-616-6170
- Alorica Robyn Moore 571-456-2814
- SD Carter Enterprise Jonyka Savage 202-817-4965
- SD Carter Enterprise Linda Joyner 540-827-8506
Timeline
CSR Representative
Athena Consulting LLC
04.2025 - 01.2026
Customer Service Representative → RTA Workforce Management
ALORICA
01.2021 - 05.2025
Direct Support Personnel / Team Lead
SD Carter Enterprises
10.2017 - 11.2020
House Manager
We Love Care & Support Inc.
01.2015 - 01.2018
Culinary Arts Coursework
Stratford University
High School Diploma -
Friendly High School